Introduction

Discover & understand what consumers want with Intent Manager

The Intent Manager is the suite of tools that allows you to build an intent taxonomy, analyze the most popular consumer intents, optimize how well they are being fulfilled, and discover intents that can or should be automated. The Intent Manager is made up of the Intent Builder and the Intent Analyzer.

The Intent Analyzer automatically analyzes customer messages sent to human agents as well as automated bots, instantly identifying and recording customer intent through every turn in the conversation. It integrates seamlessly with the Intent Builder to provide a powerful unified system for intent modeling and management.

The Intent Builder makes it possible for brands to create their own intents and entities organized by domain.

Intent Manager starter packs are available to accelerate the development of Intent Taxonomy with both vertical specific and universal starter intents to enable our customers to quickly get started with an intent-driven business. Intent starter packs are available for cross verticals such as e-commerce and insurance for purchases and escalations.

Example Use Cases

Business Analyst

Challenge

An Airline doesn’t have a real-time way to understand customer contacts by intent.

How Intent Analyzer Helps

The analyst uses Intent Analyzer to discover, define, and enable the following high impact intents

  1. Customer doesn’t understand policy changes
  2. Customer can't find their discount code
  3. The discount code doesn’t work
  4. Customer wants to cancel their account

Outcome

The analyst enables detailed real-time insight into the problem by defining intents

Agent Manager

Challenge

There is influx in account cancellations related to the policy changes

How Intent Analyzer Helps

The Agent Manager uses the Intent Analyzer dashboard to explore conversations with the intent “Cancel my account.”

He discovers that some agents are successfully able to redirect the conversation and prevent cancelation by offering a concession. He uses this insight to develop a new policy

Outcome

The Agent Manager is able to quickly roll out a new training which results in a lower account cancellation rate

Bot Builder

Challenge

The Bot Builder wants to use automation to help with influx of messages related to a policy change.

How Intent Analyzer Helps

The Bot Builder reviews the Intent Analyzer dashboard and notices that the “can’t find discount code” intent is, both, a high volume intent and is easily automatable.

She creates a bot in Conversation Builder for handling these requests and creates an intent-based routing rule in the Conversation Orchestrator that automatically directs customers to the bot.

Outcome

The company is able to greatly reduce the volume of agent conversations related to the policy change.

Getting Started

To enable Intent Analyzer on your account, please contact your LivePerson account representative.

Permissions

Intent Analyzer inherits its permission structure from Conversation Builder, as the primary admin/ configuration work is related to setting up intents and training models in Intent Builder. Therefore, Intent Analyzer also requires Conversation Builder permissions to be turned ON in Administrator Profile, if not already done so.

Access to Intent Analyzer dashboard is currently granted to the following roles:

  • CB_VIEW_ANALYTICS
  • BOT_BUILDER_ADMIN
  • BOT_BUILDER_BOTS
  • BOT_BUILDER_CONTENT_USER
  • BOT_BUILDER_BUSINESS_USER
  • LPA

Starter Pack Quick Start

If you do not already have intents created in Intent Builder, and if you would like to get up to speed quickly, Intent Analyzer offers starter packs filled with common intents for various different business verticals. These starter packs leverage your historical transcript data to automatically create a model for your brand.

To get started with starter packs, please contact your account representative.

Manual Setup

If you do not already have intents created in Intent Builder, but you'd like to set these up manually, follow the steps in Intent Builder to create a domain, intents, enable Intent Analyzer, and add training phrases.

If you have intents in an external system, you can import those into Intent Builder to get started quickly.

If you have intents in Intent Builder already, see here for how to enable them in Intent Analyzer.

Please see this guide for tips on using Intent Builder with Intent Analyzer.

Using Intent Analyzer

When you have intents and they are enabled for Intent Analyzer, you can view your data in the Intent Analyzer dashboard.